Manager Engineer
Resume:
Bryon S. Tidwell
contact information
Fayetteville, AR 72701
479-***-**** (Cell), 479-***-**** (Home)
Email address: ************@*******.***
objective
To secure a position that will utilize my knowledge and
skills to support a fast-paced organization, with
challenges and opportunities.
certifications
[pic] MICROSOFT CERTIFIED SYSTEMS ENGINEER IN WINDOWS NT 4.0
[pic] Microsoft Certified Professional + Internet
[pic] Internetworking with Microsoft TCP/IP
[pic] Internet Information Server 4.0
Microsoft Certified Professional
Windows 2000 Operating Systems
Microsoft Certified Systems Engineer in Windows 2000
Microsoft Certified Professional
Windows 2003
Microsoft Certified Systems Engineer in Windows 2003
CompTIA A+ Certified
CompTIA Net+ Certified
Project Management Institute trained in project
management
American Management Association trained in Negotiation
and Business Management.
Experience
March 2007 - Current
Premier Retail Networks Bentonville, AR
Manager, Technical Account Team for Wal-Mart Account
Manage Wal-Mart Technical Account Team for PRN. (2
direct report)
Responsible for ensuring that escalated issues are being
worked appropriately both within PRN and Wal-Mart.
Communicating with Wal-Mart ISD and Marketing teams on
the status, workarounds, and resolution of escalated
issues.
As Technical Account Manager, I am the primary contact
for Wal-Mart / Sam's Club for anything technical or
content needs.
Develop procedures and processes that support daily
technical support for the Wal-Mart and Sam's Club
Network.
Work with the PRN team members to champion
serviceability improvements
Publish WMTV Event Schedules to WM Support
Consult with non-technical Account Team to develop
solutions for global (non-technical) compliance issues
Work with Wal-Mart Marketing on planning/setup/support
on shows and events.
Where appropriate, manage data collection for Root Cause
Analysis and Issue Trending. Requires coordinating work
between PRN Network Operations and Wal-Mart ISD teams
Report progress towards identifying root cause of
escalated issues
Responsible for working with ISD teams on pilot and
rollout projects ensuring that issues are known and
driven to resolution
Build working relationships with the many teams within
Wal-Mart / 3rd Party Service Providers and manage issues
escalated from them.
Ensure proper PRN representation in Wal-Mart WAR rooms.
Participate and provide input for product improvement on
the Wal-Mart Maintenance Release Team.
Establish operational processes/SLA's for the Wal-Mart
Technical Account Team and measure performance against
targets (example; Security Alert, Hot Fix, etc.)
Seek to continuously improve the Wal-Mart and Sam's Club
technical relationships responsible for keeping the
PRN/Wal-Mart networks functional
Create in the development of department position
descriptions, recruitment, hiring and training of new
employees.
Coach, mentor, and evaluate performance of direct
reports.
Build strategic solution-oriented relationships with
Wal-Mart ISD departments, partners or third party
vendors to support the Wal-Mart and SAM's CLUB networks
Maintain a close working relationship with PRN's SVP,
Wal-Mart Business Leader, SVP of Engineering and the VP
of Product Development and stay abreast of all strategic
planning
Thoroughly understand PRN and Thomson technologies and
be able to communicate those technologies to all levels
of Wal-Mart and vendor-partners
Build cohesive partnerships with vendors that align with
PRN's relationship with Wal-Mart business
Work closely with pertinent PRN Team Members to ensure
PRN develops products and services that meet Wal-Mart
ISD's needs
Responsible for ensuring that Wal-Mart is aware of all
PRN/Thomson offerings and ensuring the products and
services supporting Wal-Mart are well understood
throughout Wal-Mart ISD
Communicate PRN's strengths & Retail Media
direction/vision throughout Wal-Mart ISD
Identify opportunities for Retail Network expansion and
improvements based on ISD initiatives and direction.
Responsible for business development and strategic
planning for the Wal-Mart Account Team for PRN.
May 2006 - March 2007
Premier Retail Networks Bentonville, AR
Senior Technical Support Engineer for Wal-Mart Account
Escalate urgent problems which require in-depth
knowledge of internal resources
Create and communicate workaround solutions when
standard procedures have failed and ensure issues are
resolved in a timely fashion.
Provide support for all escalated issues from:
Wal-Mart ISD-PICS Team
Wal-Mart ISD-FS (Field Support) team
Wal-Mart ISD-NSFS (New Stores Field Support) team
Wal-Mart ISD FAST
Compucom
IBM
DELL
NCR
Wachter and Staley
PRN Technical Support Level - II
Participate in War Rooms
Promptly escalate issues to the Wal-Mart Maintenance
Release Team that cannot be driven to root cause in a
reasonable amount of time.
Participate on the Wal-Mart Maintenance Release Team
Build scripts to poll data from the servers installed in
the Wal-Mart Network and Sam's Club Network following
PRN and Wal-Mart procedures
Document technical troubleshooting procedures to support
the Wal-Mart Network and Sam's Club Network
Provide training to technical about the Wal-Mart and
Sam's Club Networks to technical support teams (PRN,
Wal-Mart and Wal-Mart/PRN vendors)
Provide on-site technical assistance to the Wal-Mart
ISD-PICS team for lab testing pre-releases
Setup the ISD Lab for Maintenance Release and Hot Fix
tests
2005 - May, 2006
CompuCom Systems, Inc. Bentonville, AR
Support Service Manager
Technical liaison to Sr. Sales Manager of Compucom for
sales to Wal-Mart.
Coordinate with other teams within Wal-Mart's
Information Systems Division to ensure their IS needs
are met.
Responsible for managing communications and
relationships between CompuCom and Wal-Mart ISD, and
Third-Party Vendors.
Manage a 24/7 Support desk team for first and second
level support for the Wal-Mart and Sams Clubs network.
(Team of 21 direct reports)
Manage a 24/7 Microsoft Stabilization Team for second
and third level support for the Wal-Mart and Sams Clubs
network. (Team of 25 direct reports)
Responsible for ensuring the Wal-Mart and Sams Clubs
network are stabilized.
Responsible for managing all servers, workstations, and
wireless devices in Wal-Mart and Sams Clubs worldwide.
Responsible for managing all IP based KVMs in the
Wal-Mart and Sams Clubs worldwide.
In charge of all rollout projects to the Wal-Mart and
Sams Clubs.
Meet with senior management and executives weekly to
report status of Wal-Mart's Information Systems
environment
Assist in creating best practices and documentation for
the rollout projects to the Wal-Mart and Sams Clubs.
2003 - 2005
CompuCom Systems, Inc. Bentonville, AR
Senior Support Analyst
Manage a team to develop and deploy software packages
for Wal-Mart. (Team of 6).
Coordinate with other teams within Wal-Mart's
Information Systems Division to ensure their IS needs
are met.
Manage communications and relationship between Wal-Mart
ISD, Third-party vendors and CompuCom Systems, Inc.
Technical liaison to Sr. Sales Manager for Compucom for
sales to Wal-Mart.
Analyze servers and workstations to identify ways to
streamline services and develop systems to specifically
fit Wal-Mart's needs.
Responsible for overseeing and managing all GOLD servers
and workstations that represent all servers and
workstations in Wal-Mart and Sams Club throughout the
world (90 Windows 2003, Windows 2000 and Windows NT 4.0
servers, 160 XP, Windows 2000, Windows NT 4.0
workstations).
Responsible for managing all servers and workstation in
Wal-Mart and Sams Clubs worldwide (150,000+ devices).
Responsible for ensuring all software and applications
are current on all machines.
In charge of ensuring Microsoft Security is applied
throughout the Wal-Mart and Sams Club environment.
Meet with senior management and executives weekly to
report status of Wal-Mart's Information Systems
environment.
Quality control for outgoing images between Wal-Mart
teams and distribution centers.
Coordinate image releases to all distribution centers
Assist in determining and implementing best practices
for the Wal-Mart GOLD environment and Store Windows
Engineering.
Assisted in writing the statement of work contract for
CompuCom Systems, Inc
Education
Southeast Arkansas College
Major: Management of Information Systems
Courses: MIS, History, Accounting, Economics, Basics
(Not completed)
Complete Computing
Microsoft Courses
Technical Certifications
references
Available Upon Request
e-mail ************@*******.***
217 N. Skyview LN . Fayetteville, ar 72701 . Phone 479-***-****
Contact this candidate